Excellence in customer service remains the most potent competitive weapon for any organisation irrespective of industry. It trumps other conventional initiatives like marketing, promotion, advertising, research and development, etc. In today's global economy with so much at stake, excellent customer service not just in words but also in deed must become a top priority for any organisation that truly wishes to become best inclass.
This learning programme provides a winning framework that will help participants embed behaviours of customer service excellence as well as help them to manage the increased pressure of escalating service responsibilities.
Learning Objectives
Create strong buy-in and ownership of the service process
Increase understanding of the elements of quality customer servicedelivery
Understand individual customer's needs, peculiarities and sensitivities
Plan and monitor the effectiveness of their own initiatives in serving their customers
Learning Approach
There will be a dynamicblend of the following:
Individual assessments
Facilitator-led presentations
Group exercises
Sharing of bestpractices
Programme Outline
Module 1: Introduction To Customer Service
Perceptions of customer service
The business case for customer service
Global trends
The customer buying experience
Module 2: The Customer Service Role
The peculiarities of the internal customer
Understanding customer needs
Creating lasting impressions on thetelephone
Vocal articulation and elocution
Emotional management
Module 3: Understanding And Dealing With Personality Types